Reviews

This profile includes reviews for BC Hydro's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  BC Hydro

  333 Dunsmuir St Vancouver, BC V6B 5R4

  
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  BC Hydro

  PO Box 8910 Vancouver, BC V6B 4N1

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  BC Hydro

  4320 Wallace St Port Alberni, BC V9Y 7M9

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  BC Hydro

  6494 Norcross Rd Duncan, BC V9L 6C1

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  BC Hydro

  1105 Evergreen Rd Campbell River, BC V9W 3S1

Review Details

• Review fromNeil S

  Date: 04/10/2023

  I look after my mother's payments for all her bills . Got a hydro bill today and it I clued a extra $900 dollers for extra power used over her equal payment plan. This is a lot of extra monies for a 83 year old pensioner. I spoke with customer service and they were very accommodating to the situation and spread the extra charges over the next six months . I thought this was worth sharing with others. Thanks to hydro for looking out for our seniors. God bless you
  

  BC Hydro

  Date: 05/10/2023

  Thank you for sharing your positive experience! We are glad you were able to make arrangements on your mother's account that suited their individual needs. Going forward, if you'd like to view other payment options you can visit our website.

• Review fromEvan A

  Date: 14/09/2023

  Zero stars!!!! And can't even leave zero stars. So I'm forced to give you one star you don't deserve!!!!!! I wish I had other options than to be forced to use this company for my hydro. Who plans a 12 hr shut down from 0700 to 1900 on a Thursday? Plan it for Friday or even Sunday, or even at night. ****** **** ********* ****** for your lack of care is not right. Your planners should be fired. Don't worry, I will bring this to town council. No back up power generators for town. What a sorry excuse of a service provider.
  

  BC Hydro

  Date: 19/09/2023

  We acknowledge and address the concerns raised by our customer regarding the frequency of outages in their town and our general outage policy.
  It is crucial to emphasize that BC Hydros outages are scheduled with the primary objective of maintaining the safe and efficient operation of the electrical system, our customers and employees. These outages are essential to enhance reliability and prevent potential unplanned emergency outages in the future, which can result from unexpected system failures or malfunctions.
  We acknowledge the customers specific concerns about scheduling outages on a Friday or a Sunday. When scheduling outages, BC Hydro considers various factors, including safety, weather conditions, school schedules,community events, traffic management and the availability of expert personnel.
  In general, planned outages are typically scheduled from Monday to Friday between 8 a.m. and 5.p.m. This timing is chosen to ensure that the work can be carried out during daylight hours, prioritizing the safety of our crew and the public. Furthermore, noise bylaws in residential areas may restrict weekend work due to the use of heavy machinery and bright lights required for safe operations. For areas with a mix of residential and commercial properties, weekend work can be more disruptive to both residents and businesses including those in the hospitality sector. Additionally, we must also maintain crews on standby to respond promptly to emergencies when they arise.
  We worked with our commercial customers and local government when scheduling this outage for work on our transmission lines. The outage notifications were delivered on September 6 and 7, 2023 in order to provide our customers with enough time to plan for the outage.
  BC Hydro rates are some of the lowest in North America and we provide planned outage notifications to our residential and commercial customers at 5 and 10 days respectively prior to the outage.
  While we understand that reliability of service in more remote areas can be a challenge, the area where the customer lives has been impacted heavily this year by weather and wildfire which has put pressure on our services that was unprecedented. We have a redundancy for provision of power in this area and we are working with stakeholders to repair the necessary transmission lines to this area.
  We hope this information provides a better understanding and addresses the concerns raised with the Better Business Bureau.

• Review fromKelly P

  Date: 13/04/2023

  Nice scam going. Make sure you get confirmation that your service is actually disconnected or they will come after you for other peoples usage on your account.
  

  BC Hydro

  Date: 17/04/2023

  We acknowledge and respond to the BBBs case for the customer regarding their disputed account closure date of April 5, 2023.Our records indicate that on February 13, 2023 the customer attempted to close their account using our online services, however it wasnt finalized. We sent an email to advise the account closure wasnt complete and to call our ************* team. The customer called back on April 5, 2023 and requested that their account closure be finalized with the original date. They were escalated to a supervisor per their request, who explained that BC Hydro requires 24 hours notice to close an account. The supervisor then closed their account for April 5, 2023. Unfortunately, they didnt check the customers history to see if they had an incomplete account closure request on file. We would like to extend our apologies to the customer. Coaching has been provided to ensure this doesnt happen in the future.A member of our Customer Advocacy team spoke with the customer on April 14, 2023. They confirmed that a new occupant recently applied for service with a start date of February 13, 2023, which will cause their account to forcibly close for February 12, 2023. They sent a request to our billing team to expedite the change, which we can confirm has been completed. A final invoice has been issued for a credit of $299.25 which we have issued out as a refund check per the customers request. We trust that the information provided addresses the concerns raised to the Better Business Bureau.

• Review fromR. S.

  Date: 08/02/2023

  This review is about BC Hydros meter disconnect process and billing. I recently had a **** ******* main breaker panel replaced. As per my electrician, I had to call BCH and confirm I would pay the $181 fee for them to come out and remove the meter so the job could be done and then 24 hours later they would re install it. I presumed that it's a two-trip visit at $90.50 a trip. My electrician got the confirmation from BCH. On the day of the job, electrician shows up and BCH still hasn't pulled meter! After expressing my concern to the electrician, he says. "** ******** * *** ****** ***" HUH? what was the point of all the process following with BCH if the electrician, who I am paying for already is allowed to do the disconnect? "**** **** **** *** *** ****" as per electrician. OHH......K. So, I'm thinking some questions have to be asked of BCH. After the job was done late in the day as everything didn't go as smoothly as it could have, I asked when does BCH come back to refit the meter? Do you have to call to confirm the job is done first? "*** * *** ***** **" "*****" So BCH charges you $181 for an "unplug and refit" of your meter and your electrician does it. I contact hydro and ask them to reduce my billing considering that they didn't do what they are billing me for. Lady on the phone said that they can't reduce my bill as the money goes to their "sub-contractor " ******* ******* and I was assured that someone was out at my house, but she couldn't see the time stamp. I call ******* ******* and am told they get a flat rate for the job from BCH and only BCH can adjust my bill. Electrician left job certificate taped to outside of the meter for BCH, weeks later it was never removed. My electrician said I can take it off. ******* ******* said they have a time stamp a day later showing they were there twice, one hour apart but never took certificate. ONE HOUR APART??? same day?? And didn't take the certificate? I had to pay the bill. What would you have done?
  

  BC Hydro

  Date: 14/02/2023

  We acknowledge and respond to the BBBs review regarding the customers experience with a meter disconnection and our billing practices. We have reviewed the original order as submitted by the customers electrician. Since it was noted as an unsafe panel, we should not have charged the customer the standard charge. Thus, we have removed the charge and communicated the same to the customer. We apologize for the error and appreciate the customer bringing it to our attention. We hope this resolves the issue for our customer.

  R. S.

  Date: 16/02/2023

  I'd like to very much thank the BBB for their assistance in helping to resolve my concerns and for BC Hydro in crediting my account for the full amount.In light of a dangerous mistake made as well as another future potentially dangerous mistake made by the electrician during the panel installation, the added frustration with the meter connection issue just turned the entire process of trying to do the right (safe) thing with the panel replacement a hideous can of worms. I'm still waiting for a follow up from Technical Safety B.C.Thanks Again BBB & BCH

• Review fromMark S

  Date: 27/01/2023

  I recently called today to transfer my account from one location to another. As there was going go be an overlap in service, I felt the need to talk to someone in person. When I was explaining the overlap of service beginning on the 1st of April in my new location and expiring in the current location at the end of February, she asked if the secondary contact Dawn would remain the same. I explained that she had passed away ** ******* **** *** *** ********* ******** *** *** ***** *** *** **** ** *** ** **** ***. I thought I was doing ok, but I broke down and was having difficultiy in responding as I am now in typing this.. We were able to continue on and complete the information she required for the transfer but continually appreciated the pain I was feeling. I regret that I cannot remember the name of the person I was dealing with but only recal that she lived in Vernon but if somehow the admiration that I have for her in dealing what is an extremly difficult time for me could be passed on, I would be so extremley grateful. **** ******
  

  BC Hydro

  Date: 31/01/2023

  We acknowledge and respond to the BBB’s review regarding the customer’s interaction with our customer service representative. We are pleased to hear that our representative was empathetic and acknowledged our customer’s difficult situation. We have provided feedback to the representative’s manager and are grateful that the customer was able to provide this positive feedback during a time of emotional pain.

• Review fromSarah G

  Date: 21/09/2022

  I am charged a security deposit for moving out of the country. **** ** * ******** ********* ** ** ***** ****** ** * **** ******* . My account with bc hydro has always been in good standing, and I am being penalized for not living in British Columbia. I have the right to live and work anywhere I want and it is an outright ************** decision that is warranting this “security deposit “ penalty.
  

  BC Hydro

  Date: 22/09/2022

  We acknowledge and respond to the BBB’s case regarding a security deposit that was assessed on a customer’s account. The customer called BC Hydro on June 9, 2022 to open a new account. The customer’s account was set up and during that call the agent advised a security deposit had been assessed as it has been more than five years since the customer has had an active account with BC Hydro. When new customers, or customers who have not had an account for more than two years, are assessed with a security deposit, they are given the option of undergoing a credit check, providing a credit reference letter or providing a Guarantor on their account. We advised the amount of the deposit and that it would be included on the first bill. The customer agreed to this after other options were explained and explored. BC Hydro has a responsibility to adhere to the Electric Tariff (section 2.6.1) which states that when an applicant applying for service who has not established satisfactory credit to BC Hydro, we will be required to provide a security deposit. We encourage the customer to contact our customer service contact centre at 1 800-224-9376 Monday to Friday between the hours of 7am and 8pm or Saturday between the hours of 9am and 5pm should they wish to set up a payment arrangement for their security deposit. We trust that the information provided addresses the concerns raised to the Better Business Bureau.

• Review fromEmma B

  Date: 30/08/2022

  BC hydro is a massive institution who fail to remember who keeps them in business. If there was a human among them they would realize that sending out "FINAL WARNING OR WE WILL DISCONNECT YOU" notice for a missed payment is terrifying. My account was running with a credit. Missed a payment (oops!) Caught it within the week and sorted it out... too late! the we will disconnect you and charge you another thirty bucks threat was already sent. The cost of living, not to mention the struggle of being employed during covid, is difficult enough. I don't appreciate being ********** on top of this. Sending out a hey we noticed you missed a payment pay us please or we will escalate... bla bla Stop with the ******* we already have no choice but to give you our hard earned money.
  

  BC Hydro

  Date: 07/09/2022

  We acknowledge and respond to the customer’s BBB’s review regarding BC Hydro’s credit action process. A notice of disconnection is sent when payments are overdue. If the account is less than one year old, notices are provided sooner than they would for customers that have established a satisfactory payment record. Also, when an account has a history of returned payments, it will result in disconnection letters being sent to the customer shortly after the due date. We appreciate the customer’s feedback regarding the tone and timing of our notifications and will consider this as we continue to make improvements to our customer service and processes. We trust that the information provided addresses the concerns raised to the Better Business Bureau.

• Review fromMary C

  Date: 29/06/2022

  The service from business account at BC Hydro is terrible. I deal with a staff called Shaz. She was not helpful and her tone was not friendly. How come BC Hydro had BBB rate? The rate might need to be updated.
  

  BC Hydro

  Date: 08/07/2022

  We acknowledge and respond to the BBB’s case regarding the customer experience with our Business Account Support Representative. We contacted the customer by email on July 7, 2022 to request that the customer call our Customer Advocacy Team to discuss their interaction. They declined. We then requested via email that they provide their account number so we could investigate the call, which they did. A formal complaint has been raised and forwarded to the representative’s manager regarding the courtesy and treatment experienced by the customer. As a result of our investigation into this matter, the call will be reviewed and coaching will be provided to the individual. We trust that the information provided addressed the concerns raised to the Better Business Bureau.